Terms of Service

Important notice

These Terms of Service govern your use of StayReply. They form a legal agreement between you and StayReply Limited. Please read them carefully. If you do not agree, do not use the Service. We reserve the right to update these Terms as described in Section 16.

1. Agreement to these Terms

These Terms govern access to and use of the StayReply website at stayreply.com, the StayReply application at appstayreply.com, and any related services, applications, content, integrations, or features offered through them (collectively, the "Service"). The Service is operated by StayReply Limited, a company registered in England and Wales (company number 17082699) with its registered office at 124-128 City Road, London, EC1V 2NX, United Kingdom ("StayReply", "we", "us", or "our").

By accessing or using the Service, you agree to be bound by these Terms. If you do not agree, you must not use the Service.

If you are using the Service on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms. In that case, "you" refers to both you and the organisation.

2. Description of the service

StayReply is an AI-powered guest messaging platform for short-term rental operators. The Service provides access to features including automated guest message replies, knowledge base management, property management system (PMS) integrations, smart lock integrations, guest journey automation, multi-user inboxes, and related analytics and administrative tools.

Features may change over time. We may add, modify, or discontinue parts of the Service at our discretion, subject to reasonable notice where required.

Some features may require an active subscription. Additional terms may apply for beta features, preview offerings, or Enterprise-tier services as separately agreed.

3. Eligibility and accounts

You must be at least 18 years old to use the Service. By creating an account, you confirm you meet this requirement.

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You agree to provide accurate information at registration and to keep your information up to date.

If you believe your account has been compromised, you must notify us promptly at security@stayreply.com.

Account-related responsibilities include:

• Keeping login credentials secure and not sharing them with unauthorised parties

• Using the Service only through authorised access methods

• Ensuring all users in your organisation have appropriate permission to use the Service

• Promptly removing access for users who no longer require it

• Maintaining accurate billing and contact information

4. Acceptable use

You agree to use the Service in compliance with all applicable laws and these Terms. You must not misuse the Service.

Prohibited conduct includes:

• Using the Service for unlawful, harmful, or fraudulent activities

• Attempting to bypass security or access restrictions

• Reverse engineering, decompiling, or attempting to extract source code where prohibited by law

• Uploading malware, viruses, or any harmful code

• Using the Service to disrupt networks, systems, or other users

• Infringing intellectual property rights or sharing content you do not have rights to use

• Sending unsolicited messages, spam, or harassment via the Service

• Using the Service in any way that violates the terms of connected third-party platforms (including but not limited to Airbnb, Vrbo, Booking.com, and your connected PMS)

• Using the Service to communicate with guests in ways that violate consumer protection or telecommunications laws in their jurisdiction

• Misusing smart lock features to gain unauthorised property access

We may suspend or terminate your access if we reasonably believe you have violated these Terms.

5. Customer content and data ownership

You retain ownership of all content you upload to or generate through the Service, including knowledge base entries, configured replies, guest message history pulled through connected integrations, and any other data you provide ("Customer Content").

You grant StayReply a limited, non-exclusive, worldwide licence to host, process, transmit, and display Customer Content solely as needed to provide the Service, ensure its security, prevent abuse, and comply with legal requirements.

You represent and warrant that you have all rights necessary to submit Customer Content to the Service and that doing so does not violate any third-party rights or applicable law.

You are responsible for the lawful collection and processing of guest data flowing through your connected integrations and for complying with your obligations under applicable privacy laws when communicating with guests.

6. Intellectual property

The Service, including all software, design, branding, documentation, and other materials, is owned by StayReply or its licensors and is protected by intellectual property laws. These Terms do not transfer any ownership rights to you.

You may not copy, modify, distribute, sell, lease, or create derivative works of any part of the Service unless expressly permitted in writing or by these Terms.

Feedback you provide about the Service may be used by StayReply without restriction.

7. Third-party services and integrations

The Service integrates with third-party platforms including PMS systems, channel managers, smart lock providers, payment processors, and other tools. These third parties operate independently and have their own terms and privacy policies.

When you enable an integration, you authorise StayReply to access and process data from that integration on your behalf, subject to the permissions you grant. You are responsible for:

• Reviewing and complying with the terms of each integrated third party

• Maintaining your accounts with those third parties

• Ensuring you have rights to authorise the data access you grant

• Promptly disconnecting integrations you no longer wish to use

StayReply is not responsible for the availability, accuracy, or security of third-party services. If a third-party integration changes its API, terms, or availability, this may affect StayReply functionality.

8. Subscriptions, fees, and billing

Access to paid features of the Service requires an active subscription. Subscription terms, pricing, and billing intervals are described on the pricing page at stayreply.com/pricing or in any applicable order form.

Pricing structure. StayReply uses per-property pricing, banded by portfolio size. Pricing automatically adjusts as you add or remove properties.

Billing cycle. Subscriptions are billed monthly or annually depending on your selection. Annual subscriptions include a discount as advertised on the pricing page.

Automatic renewal. Subscriptions renew automatically at the end of each billing period unless cancelled. You authorise us to charge your saved payment method at each renewal.

Payment processing. Payments are processed by a third-party payment processor. We do not store full payment card details. We receive billing metadata such as the last four digits of your card, expiry date, and plan details.

Taxes. Prices are exclusive of applicable taxes. You are responsible for any VAT, sales tax, or other taxes applicable to your purchase.

Failed payments. If a payment fails, we may retry the charge and may suspend access to paid features until payment is received. Accounts more than 30 days past due may be cancelled.

Cancellation. You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of your current billing period. We do not provide pro-rated refunds for partial periods, except as described in Section 9.

9. Trials and refunds

Free trial. New customers may access a 14-day free trial of the Service. A valid payment method is required to start the trial. You will not be charged until the trial ends. You may cancel at any time during the trial period to avoid being charged.

Refunds. We offer a full refund within 14 days of your first paid subscription period if requested through support@stayreply.com. After the first 14 days of paid subscription, fees are non-refundable except where required by law.

Beta and preview features. Some features may be offered as beta or preview. These features are provided "as is", may have limited support, and may be modified or discontinued at any time.

10. Service availability and support

We make reasonable efforts to keep the Service available and reliable, but we do not guarantee uninterrupted access. The Service may experience downtime, maintenance windows, or interruptions caused by factors including third-party integrations, infrastructure providers, or events beyond our reasonable control.

Support is provided through documentation, in-product help, and email. Response times vary by subscription tier as described on our pricing and support pages.

Service level commitments (SLAs), where offered, are specified in separately signed Enterprise agreements.

11. Privacy

Your use of the Service is governed by our Privacy Policy, available at stayreply.com/legal/privacy-policy. The Privacy Policy describes how we collect, use, and protect personal data.

For data processing on behalf of customers, our Data Processing Agreement at stayreply.com/legal/data-processing-agreement applies and forms part of these Terms.

12. Termination

You may stop using the Service at any time by cancelling your subscription and closing your account.

We may suspend or terminate your access if:

• You materially violate these Terms

• Your account becomes more than 30 days past due

• We are required to do so by law

• We reasonably believe continued access poses a security or legal risk to us or other users

Upon termination, your right to use the Service ends. Customer Content will be retained for 30 days following termination to allow recovery, after which it will be permanently deleted. You may request immediate deletion at any time.

Sections that by their nature should survive termination (including intellectual property, disclaimers, limitation of liability, indemnification, and governing law) will continue to apply.

13. Disclaimers

The Service is provided on an "as is" and "as available" basis. To the maximum extent permitted by law, StayReply disclaims all warranties of any kind, whether express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, accuracy, and non-infringement.

We do not warrant that:

• The Service will be uninterrupted, error-free, or completely secure

• Auto-generated replies will be accurate, appropriate, or free from error in all cases

• Third-party integrations will remain available or compatible

• Smart lock features will function correctly in all circumstances

You acknowledge that the Service uses AI to generate automated replies and that such replies may not always be appropriate. You are responsible for configuring confidence thresholds, escalation rules, and oversight processes appropriate to your business.

14. Limitation of liability

To the maximum extent permitted by law, StayReply will not be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, including loss of profits, revenue, data, business opportunities, goodwill, or guest relationships, arising out of or related to your use of the Service.

Where liability cannot be excluded, our total aggregate liability arising out of or related to these Terms or your use of the Service is limited to the greater of (a) the fees you paid to StayReply in the 12 months immediately preceding the event giving rise to the claim, or (b) £100.

This limitation applies regardless of the legal theory of the claim and even if we have been advised of the possibility of such damages.

Nothing in these Terms excludes or limits liability that cannot be excluded by law, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation.

15. Indemnification

You agree to indemnify and hold harmless StayReply, its officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or related to:

• Your use of the Service

• Your Customer Content

• Your violation of these Terms

• Your violation of any third-party rights, including intellectual property, privacy, or the terms of any integrated third-party platform

• Your communications with guests through the Service

• Any unauthorised property access resulting from your configuration of smart lock features

16. Changes to these Terms

We may update these Terms from time to time. Material changes will be communicated through the Service, by email, or by posting the updated Terms on this page with a revised effective date.

Your continued use of the Service after changes take effect constitutes acceptance of the updated Terms, where permitted by law. If you do not agree to the updated Terms, you must stop using the Service.

17. Governing law and dispute resolution

These Terms are governed by the laws of England and Wales, without regard to conflict of laws principles.

Any dispute arising out of or related to these Terms or your use of the Service will be subject to the exclusive jurisdiction of the courts of England and Wales.

Before initiating legal proceedings, you agree to first contact us at legal@stayreply.com to attempt to resolve the dispute in good faith.

18. General provisions

Entire agreement. These Terms, together with the Privacy Policy and Data Processing Agreement, constitute the entire agreement between you and StayReply regarding the Service.

Severability. If any provision is found unenforceable, the remaining provisions remain in effect.

No waiver. Failure to enforce any right does not waive that right.

Assignment. You may not assign these Terms without our written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.

Force majeure. Neither party will be liable for delays or failures caused by events beyond reasonable control, including natural disasters, network failures, third-party platform outages, or government actions.

Notices. Notices to you may be sent by email to the address on your account. Notices to StayReply should be sent to legal@stayreply.com or to our registered office.

19. Contact information

For questions about these Terms, contact:

StayReply Limited 124-128 City Road London, EC1V 2NX United Kingdom

Email: legal@stayreply.com Support: support@stayreply.com

Company number: 17082699